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Discretion, Cognition and Embodiment in Process: Days and Nights with 911 Dispatchers

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Discretion, Cognition and Embodiment in Process: Days and Nights with 911 Dispatchers Discretion, Cognition and Embodiment in Process: Days and Nights With 911 Dispatchers The Harvard community has made this article openly available. Please share how this access benefits you. Your story matters Citation Wang, Chi. 2017. Discretion, Cognition and Embodiment in Process: Days and Nights With 911 Dispatchers. Doctoral dissertation, Harvard University, Graduate School of Arts & Sciences. Citable link http://nrs.harvard.edu/urn-3:HUL.InstRepos:41141833 Terms of Use This article was downloaded from Harvard University’s DASH repository, and is made available under the terms and conditions applicable to Other Posted Material, as set forth at http:// nrs.harvard.edu/urn-3:HUL.InstRepos:dash.current.terms-of- use#LAA Discretion, Cognition and Embodiment in Process: Days and Nights with 911 Dispatchers A dissertation presented by Chi Wang to The Department of Sociology in partial fulfillment of the requirements for the degree of Doctor of Philosophy in the subject of Sociology Harvard University Cambridge, Massachusetts December 2016 ! "! © 2016 Chi Wang All Rights Reserved ! ""! Dissertation Advisors: Michéle Lamont and Bart Bonikowski Chi Wang Discretion, Cognition and Embodiment in Process: Days and Nights with 911 Dispatchers Abstract This doctoral dissertation re-conceptualizes discretion, cognition and culture in action as well as body and embodiment, investigating them through an empirical analysis of data from three years of field work in a 911 communication center. This project employs a renewed concept of discretion, as well as notions such as “the desired state of mind,” “controlled empathy,” “foregrounding” and “visualization.” It considers the nuances, dynamics and requirements in the bureaucratic classification process through the Computer Aided Dispatch (CAD) system, the division of labor within and without the communication center, the status inequality and power dynamics in the network of public safety professions, as well as the broader organizational and policy settings. Merging literature on discretion, street-level bureaucracy, culture and cognition, emotional labor, body and embodiment as well as conversation analysis, and analyzing ethnographic data, this dissertation provides novel insights into modern-day organizations and criminal justice system, as well as an in-depth and contextualized look into the process and consequence of the work of the 911 communication system. ! """! Table of Contents Front Matter Acknowledgements ………………………………………………………………………v Dedication…………………………………………………………………………………xii Chapter 1: Discretion, Cognition and Embodiment: Classification in Process ……………………………………………………………………………………………..1 Chapter 2: Re-conceptualizing Discretion: Context, Status and Interactive Processes ……………………………………………………………………………………………..19 Chapter 3: “Desired State of Mind” —Re-conceptualizing Culture and Cognition in Action Through Emotions in Modern-Day Workplace ……………………………………………………………………………………………48 Chapter 4: Contextualizing the Body: Three-Way Disembodiment, Foregrounding and Visualization ….………………………………………………………………86 Chapter 5: Conclusion ………………………………………………………………….116 Back Matter References………………………………………………………………………………121 ! "#! Acknowledgements At the end of this long journey of academic and personal growth, I owe my greatest debt of gratitude to the subjects in my field site whose names I am unable to reveal yet can never forget. Some of them retired during the three-year period of my research, others left for other jobs, but most of the forty dispatchers whose stories I have shared in this dissertation are still making jokes and saving lives at the very same police department where I spent my most exciting and rewarding time in graduate school. Without my 911 family’s constant support I would have not survived any of the setbacks in the past three years. Nor would I have been able to make it this far, finally writing the acknowledgement pages of my entire dissertation. I am also indebted to the directors of emergency communication department, who kept the doors wide open for me to this world of bravery and resilience, strength and kindness, whose meaning to my life has yet to be fully understood. I thank my committee members—Michele Lamont, Bart Bonikowsi, Matt Desmond and Jeff Sallaz—the best possible team of scholars I could dream of, for their guidance, patience and generosity. I am grateful to Michele for her years’ of re-defining the pinnacle of academic excellence in both advising and her own research. She has brought both depth and scope into both my academic pursuit and everyday thinking. My experience in her culture workshops, seminars and conference panels, as well as one-on-one meetings has been as transformative as eye-opening. I am grateful to Bart for nurturing and supporting me in the purest form of altruism and professionalism. Words cannot deliver my gratitude to him—someone who has made me a ! #! better theorist and more rigorous analyst with his versatility in theories and methods, line- edited my drafts, spent half an hour just to help me with a chart, and always given me the most insightful advice in the nicest ways. He has always put his advisee’s work and concerns above his own, something that is not only rare, but has been made almost impossible by the climate of academe. I thank Matt Desmond for his input as a dedicated ethnographer and creative writer. His ethnography class interested me in conducting participant observation, a profound shift in my graduate school career. I also thank Jeff Sallaz for being a wonderful co-author from whom I have benefited tremendously through our collaboration. I am very honored and proud to have published a journal article with a great talent whose work I have admired and enjoyed reading. I would like to express my deepest gratitude to my advisors from early years—Yuan Shen and Lin Cai—whom I have long come to regard as non-familial parents. I am blessed to have become their advisee, and continue to receive lasting, unconditional support from them. I feel fortunate to have befriended from the earliest days in graduate school Queenie Zhu, Mazan Elfakhani, Anshul Kumar, Erika Cheng, Leslie Grothaus, Phillipa Chong, Elena Agapie, Anna Shine, Kamy Davoudi, Arjun Nair, Aliakbar Daemi and Frederic Gaston Hall, with whom I spent joyful time together on losing the game, making workout plans that would fail, massive unapologetic collective procrastination and all other unspeakable shenanigans. I still hope our “big house” plan will pan out one day. I also have had the luck to meet Suzanne Smith whose friendship with me dates back to the first year in Perkins Hall and who—being a friend in need in its finest definition—is still trying the best she can to help me at this very moment. I particularly appreciate her universalist ! #"! perspective and spiritual talent, something that I find extremely valuable. Jessica Matteson, whose office is filled with nice plants and seated an even nicer person, has managed for years to rescue me from all situations and problems humanly imaginable despite her ocean of daily tasks, and did the same even during the very day of submission of this document. I thank Sarine Der Kaloustian, assistant director of administration at Harvard Graduate School of Arts and Science (GSAS) for her thoughtful and compassion for a complete stranger during my time of crisis. I am grateful to Garth McCavana and Patrick O’Brien, Dean and Vice Dean for Student Affairs at GSAS, for their resourcefulness and responsiveness in dealing with my most urgent needs nearing the finish line of my career in graduate school. I would also like to thank my friends from the department—Alison Denton Jones and Matt Kaliner for sharing their experience going through dissertation, dealing with personalities and living in D.C. Alison and I were brought together by vegetarianism, Buddhism, Chinese culture, Zumba classes, and a fair amount of good karma. I share Matt Kaliner’s taste in indie-alternative music, which is as impressive as his secret sand castles. Alison and Matt were in the same writing group with me, which also included Beth Truesdale, Kristin Skrabut and Angela Maione. They almost served my second committee when I needed feedback the most, and I owe many thanks to their helpful and timely response. Carly Cohen, a wonderful ex-roommate and friend, offered company and kindred spirit home and abroad. The chain of coincidences that made it possible for us to hang out in both hemispheres is truly a blessing. My roommates and colleagues—Yun Zhou and Fangsheng Zhu—made my time away from campus relaxing, fun and cozy. I will always recall my years at Beckwith Circle with ! #""! the greatest fondness. Xiaolin Zhuo, my favorite cat owner and foodie, has thankfully managed to insert happiness into some of the most mundane, repetitive days of graduate school with her bright smiles and fun trips. I thank Weihua An for our long conversations in his William James Hall office that helped me see the light during my most uncertain and clueless days in the program. Maocan Guo, Mo Chen, Letian Zhang and Yueran Zhang, whom I see more as brothers than colleagues, like Fangsheng, Yun and Xiaolin, are my brilliant, lovely on-campus siblings. I also thank my economist friend Yang Du for providing shelter during my toughest days and for our unlikely inter-disciplinary mutual appreciation. I thank the hard-core and proud new homeowner Qiusi (Stacy) Song for flying in the face of Asian female driver stereotypes. Qingyang Yuan, a bona fide Beijing local and the smartest and loveliest person I know, blessed me with her wealth of knowledge and her uncanny ability to comprehend the depth and complexity of human circumstances near and far, in time and space. I thank Li Sun, a talented architect and perfect listener, who has always been willing to make time for me from her long working hours to hear about my struggles. Jia Liu, one of the first Chinese natural scientists I befriended in graduate school, introduced me to a type of rational clear-headedness that I desperately needed yet have never managed to sustain.
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